1. Retrievel Request
What should I do if I receive a retrieval request?
You will be duly notified of the retrieval request (What is a retrieval request? Click here) and you will be asked to provide us with all relevant information and documents on the purchase to be forwarded to the client’s bank (here you find the requirements for the requested documents). The best practice is to contact the client to solve the issue and ask him/her to call the bank to stop any potential chargeback.
2. Chargeback Request
What should I do if I receive a chargeback?
If you receive a chargeback (What is a chargeback? Click here), read our chargeback email carefully and see if you are able to provide the requested information.
How do I manage chargebacks?
If a buyer contacts you with a complaint about a purchase, work with that buyer to resolve the dispute. If you can't resolve the dispute to their mutual satisfaction, instruct the buyer how to return the merchandise. Once the merchandise has been returned to you, issue a refund to the same credit card used to make the purchase. Don't accept numbers and information that don't match and use common sense to assess the risk.
Make sure to keep us informed as our experience might be of help to resolve the issue.
To avoid chargebacks with reason ‘Transaction not recognized’ make sure that the business name registered with us is easily recognizable.
To avoid fraudulent payments, make sure to follow the security guidance.
In case the product was shipped: to ensure safe receipt of merchandise, use a form of shipping that provides proof of delivery. For higher ticket items, require a signature for delivery.
How does a chargeback take place?
A chargeback begins when a buyer contacts their card issuer to dispute a transaction. The chargeback is passed through the applicable payment network to the merchant. Your SumUp account will be charged at the time the chargeback is received. A fee of $10 will be additionally applied to cover the expenses incurred from the chargeback. Please be aware that this fee will be charged by the payments provider and is not caused by SumUp.
The chargeback include a "respond by" date. Since the payment networks only allow a limited amount of time to respond to a chargeback (and dispute it), it is critical that any response to the email we send you be provided by this within the requested timeframe. We actively support you to dispute the chargeback and so to recover for you the amount from the cardholder's bank.
How can I learn about chargebacks in more detail?
Review our 'How to take secure payments' — A quick Guide for helpful hints for preventing chargebacks.
3. Fraud Report
What should I do if I receive a fraud report?
You will be duly notified of the fraud report (What is a fraud report? Click here) and you will be provided with further instructions. The best practice is to contact the client to solve the issue and ask him/her to call the bank to stop any potential chargeback.